About Us

With over 135 years’ experience providing income protection
and support, we understand peace of mind matters when it
comes to what’s in your pocket.

We’re a mutual organisation that’s owned by and run for our
Members, meaning we have no shareholders to pay. As a
result, we can reinvest straight back into the business to
improve our products and services.

What We Do

We pride ourselves on our commitment and approach to delivering excellent service to our customers - Members, Advisers, Strategic Partners, colleagues and anyone else we deal with in our day-to-day work.

Did you know that we’re also a member of the Institute of Customer Service, the UK’s independent professional customer service body? In 2024, we’re delighted to have achieved a Business Benchmark score of 89.1 with our Financial Advisers and 88.7 with our Members. That’s above average when compared with the insurance sector!*

We also achieved a ServiceMark with Distinction accreditation from the Institute of Customer Service in 2024. This prestigious achievement reflects our ongoing commitment to exceptional customer service. To find out more about The Institute of Customer Service, please visit www.instituteofcustomerservice.com.

*Based on the Insurance UK Customer Satisfaction Index score of 77.5 (Jan 2025).

Our Promise

We aim to achieve our promises recognising that occasionally mistakes happen, but what matters is how we put things right. We consider these situations as opportunities for recovery and a way to build customer advocacy.

We recognise each customer as an individual and treat them fairly and with empathy.

We want our customers to feel comfortable and confident doing business with us.

Not everything will go to plan, but what matters is how we fix and learn from our mistakes.

All our communications should reflect the personality of the Society and be in plain English (professional, informative, friendly and helpful).

We are always trying to find ways to improve our service.

We exist for the benefit of our Members and they are at the heart of all we do.

Member Case Studies

The importance of income protection must be seen to be believed. Click here to view our Member Case Studies page.

Our Accolades

We’re committed to providing the best service possible. Head over to our Awards page to see all of the amazing achievements we have collected over the years.